It all begins with features...

There are huge differences in what manufacturers call "standard features”  and many different versions of most of these features, some much better and easier to use than others. Many manufacturers list features as “capabilities” and then charge extra to actually add them to the system. Here’s a rundown of today’s most-needed business phone systems’ features, and some important tips on what to look for when evaluating a specific system’s offering.

Voicemail has become imperative for any business. A convenience for both callers and employees alike, voice mail allows the caller to leave a recorded message for a specific person 24 hours a day, whenever the person’s extension is in use (busy) or he/she is away from their desk (no answer). It increases efficiency because essential messages can be left without requiring both parties to be available at the same time. Coupled with Caller ID, voicemail allows employees to manage their incoming calls more efficiently by answering only necessary calls, while allowing others to be answered by voicemail.

What to look for...

Easy voice message-handling functions. The most advanced phones also feature a fixed voicemail key on the phone for one-touch access to the user’s mailbox. These systems include displays on each phone and help the user by showing message status. During message retrieval, the display shows message length and Caller ID information (if service is available from the local carrier). Less capable systems just offer a blinking light, which forces the user to call into the system to get the message or learn message status.

This feature lets you instantly record conversations, conference calls, intercom calls and even personal reminders and store them in your voice mailbox (or others’ mailboxes) for future reference.

What to look for...

The ability to record a call instantly by pressing just one key. Some systems have a complex method to activate recording, and some will record only if you set up your phone for recording prior to initiating the call. A dedicated RECORD key on the phone makes this important feature easy to use.

The ability to record any and all calls. Some systems can record only incoming calls. Others record only incoming calls that are processed through the auto attendant. Still others waste resources by recording all calls, forcing you to decide whether to store or delete the recording; this can also needlessly tie up the voice mail and auto attendant features. Many systems provide only a limited number of recording channels (or “talk paths”).

By comparison, advanced systems let you selectively record all incoming and outgoing calls (including conference calls, intercom calls and personal reminders) at any time during the conversation. The best systems also offer enough voice channels so that multiple calls can be recorded, even when several users are using voice mail or are transferring through the auto attendant. (NOTE:  Due to privacy laws, most systems must announce to both parties that the call is about to be recorded either by voice announcement or tone(s))

Caller ID can let you know who’s calling before you answer the phone. The name and number of the calling party is shown on the telephone’s display (information must be supplied by your local provider). However, Caller ID features vary significantly among phone systems. With some phone systems, Caller ID information reaches the telephone display, but it is lost when the call is processed through the auto attendant or is transferred to another extension. Most systems do NOT retain the Caller ID name and number when the call goes into voice mail.

What to look for...

Caller ID* information stored with voice mail messages. Only the most advanced systems embed the name and number and pass it along when the call is transferred or goes into voice mail. Automatically storing Caller ID* within the voice mail message allows you to reply by simply pressing one key which will dial the number they called from.

Caller ID* on all phones. Some manufacturers charge more to include Caller ID functionality on individual phones. Caller ID* is such an integral part of efficient phone systems’ usage that it should be standard for every business phone user, and not an extra-cost option.

Missed-call log. The most sophisticated systems’ Caller ID* automatically remember and list the last several callers, whether they left a message or not.

*Must subscribe to Caller ID service from your line provider

Having a music-on-hold or message-on-hold (MOH) feature lets you connect with your customers when they’re waiting to be connected. You can offer music to entertain them while they’re on hold, or you can record and then play a message that will tell them about other products or services you offer.

What to look for...

Peripheral Options. Most phone systems require a peripheral plug-in device for nearly any MOH activity. A simple am/fm radio is an inexpensive option, however, reception issues can occur due to other equipment in the immediate area, wiring and wireless devices, etc.  A stereo with CD Changer or CD Player that continually loops will work nicely as well to provide music and can be easily changed. Message-on-hold units are also available, as well as local message production options if you are not provided with pre-recorded material.  Today's units are usually equipped with flash drive technology for easy uploading and changing of the messages. Keep in mind that the message(s) should be updated as your business grows or changes.

High-quality audio. The best systems provide outstanding sound quality, so that the time spent on hold is as pleasant as possible for the caller.

With an auto attendant, your phone is always answered 24 hours a day   during office hours, nights, weekends and holidays. It can forward the call to the proper person or department, and it can invite the caller to leave a message. Recent studies indicate that most callers now prefer to be greeted by an auto attendant because they can be connected with the desired person or department more quickly.

Even when a live operator answers most of your calls, the auto attendant enhances your company’s productivity. When calls come in faster than your operator can handle, the auto attendant acts as a backup, answering overload calls on a pre-determined number of rings. This eliminates long ring periods and hang ups, and minimizes the aggravation your customers experience when being placed on hold.

What to look for...

Multiple levels and branches. Look for a sufficient number of automated attendant levels and branches to handle your current and future call distribution needs. Ask your sales representative to help you diagram your anticipated auto attendant use so you will know your needs.

Several greeting message options.  You will want multiple main-greeting options, such as day/night, weekday/weekend and holiday modes. Also, the ability to call in and remotely record and activate greetings can be important, especially during inclement weather.

Various call-routing options. Does the system you are considering offer multiple call-routing options, including overhead paging, off-premises transfer (follow-me) and pager notification?

Easy to use. An auto attendant is a powerful tool, but can be very complex to program and know it is working properly. Look for very easy self-administration, programming and recording of auto attendant prompts and functions.

Automatic call distribution (ACD) typically answers calls that come into a specific department, places in queue the calls on hold, then connects each caller to the next available agent within the department as agents become available. It assures callers of the fastest response time, and can better manage the time of agents that receive the calls.

What to look for...

ACD vs. UCD. Some systems offer UCD (uniform call distribution) instead of ACD. While UCD is sufficient for some applications, be aware of the differences. UCD systems merely allow you to set up a rotating list of extensions to which calls are routed in order, “hunting” for an available agent. This is a much less flexible approach. For instance, the extensions that are higher on the list will always end up receiving a larger number of calls. True ACD allows you to modify the calling parameters to meet your departments’ unique needs.

Programming flexibility. Some ACDs have “fixed” call-routing plans. Look for one that allows you to easily change the criteria used for routing calls in queue, and one that automates most of the log-in/log-out process, as agents become available/unavailable. Some preferred features are: ring-all-extensions or pick-up departments.

ACD Options. Some systems have Basic ACD integrated, however, ensure that you are aware of its capabilities and which enhancements are an extra-cost add on.     

You want an easy way to learn how to use the system and ask for help when you need it. Make sure that all your staff is available for a pre-determined time after the initial install to learn how to use the new system and the features you'll be using most.

It is recommended that a refresher visit be scheduled a couple of weeks after the initial training to ensure all system users have the understanding of the system and features you use frequently. 

What to look for...

System Manuals and User Guides. Ensure you keep all system documentation together in a file for easy access.  Since system manuals are usually cumbersome and difficult to navigate, ensure you have your user guide handy and find out where to look or who to call for support in the first couple of weeks while you are getting used to the features and functions of your new system.

System Maintenance & Instruction Sheets.  If you are planning to maintain greetings and administer mailboxes, ensure you have two or more staff present for a training session, this should be set up after one to two months of using the system, this way any questions you may have can also addressed and you will have a clear understanding of what it is you require training on. Although this may have additional costs associated it will save you time and money in the long run, since two or more staff will have the knowledge to maintain the features. Request the pertinent information from the manual be printed or instruction sheets be provided.

Telephone Support. Clarify who should be contacted for questions via telephone as ongoing support in the first few months after installation.

The most productivity-enhancing phone systems offer a variety of additional features designed to make employees more efficient, including:

Conference. Allows multiple extensions and/or external callers be linked together into a conference call.

“Follow-me” call forwarding. Allows a caller forwarded to your voice mailbox to reach you at an external number, such as your home phone or cell phone.

Background Announce. Sometimes called “whisper announce,” this allows your operator or another user on the system to dial your extension when you are on a call and speak a message that is heard only in the earpiece of your handset.

Multi-purpose Programmable Keys. Each extension should include many “soft feature keys” that can be easily programmed by each user to be a station-monitoring, intercom or speed-dial key for one-touch connection to most-used features and extensions.

All Extensions are “Premium” Sets. Some systems tout wonderful functions that can be accessed only with an upgraded, more expensive “premium model” extension phone set. Look for a system that includes all the premium features (programmable keys, display, Caller ID, speakerphone, speed dial, etc.) in every set.

Trunk-to-trunk transfer. Can the phone system transfer an incoming call to an alternate outside line without requiring Centrex service from the local phone provider? This is particularly important for programming calls for “follow-me” service when out of the office. (This may not be functional for systems will limited phone lines as it will tie up the two lines that are used to make the transfer)

Options for digital lines. Does the system you are considering allow you to connect either T1 or PRI data lines? Depending on local availability, each form of digital line service provides unique benefits.

Expandability. Some systems have a limited ability to add lines and extensions, and they must be replaced when need exceeds capacity. This is very costly. Look for a system that can grow and be upgraded without having to replace all your extensions and base system.

The option to add VoIP capability. Soon, most phone conversation will take place over data lines rather than phone lines. This exciting technology is called voice over Internet protocol (VoIP), or often just “IP.” Will your new system allow you to add IP capability to provide remote extension capability and link multiple locations together using broadband connections? Most digital systems are unable to offer this dual-mode capability; systems that do will be less likely to become outmoded as you start using IP connectivity.

*Requires Caller ID service from your telephone service provider

Be aware that there are distinct, discernible differences among telephone systems. It is essential to compare features and functions to find out which will deliver the best long-term value for your business.

As you investigate various phone systems, be sure to find out how each system’s features and functions will benefit you directly. Make sure you investigate each function and understand its benefits and how to use it. Also, clarify that everything you need is included and what features are an extra-cost add on.

Then you’ll be in a position to make a solid decision that will pay for itself many times over.